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It's been more than 10 days now that I've been trying to claim a small win. They keep sending me a daily email for a zip code, which is clearly specified in the documents I've sent. I've forwarded 20 documents and they're still making it difficult for me. I wouldn't recommend this casino to anyone. They especially seem unwilling to pay out winnings. Unbelievable.

Più di 10 giorni ormai che cerco di prendere una piccola vincita,mi stanno inviando un'email giornaliera per un zip code ,il quale viene specificato più volte nei documenti,mandati 20 documenti e ancora mi fanno storie,non consiglio a nessuno questo casinò, soprattutto non vogliono pagarti le vincite , incredibile

Dear ecaribotti,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning,

I'll explain better, at the beginning I sent all the documents, after three days they ask me for the front and back of the passport (never seen the back of the passport),

After another three days they ask me to change the address confirmation, because the telephone bill was not good (I don't understand why)

After three days they tell me that the address on the bill does not match the one in my account,

I attach photos, in my account there are two zip codes, one wrong and the other right, certainly inserted by mistake automatically from the phone, however the other also appears, above right below wrong, now they are asking for an address that does not exist

Buongiorno,

Le spiego meglio, all'inizio ho mandato tutti i documenti,dopo tre giorni mi chiedono fronte e retro del passaporto ( mai visto retro del passaporto),

Dopo altri tre giorni mi chiedono di modificare la conferma di indirizzo,perché la bolletta telefonica non andava bene ( non capisco perché)

Dopo tre giorni mi dicono che sulla bolletta non coincide l'indirizzo con quello che c'è nel mio account,

Allego foto,nel mio account ci sono due zip code, uno sbagliato l'atro giusto, sicuramente inserito per sbaglio automaticamente dal telefono, comunque figura anche l'atro ,sopra giusto sotto sbagliato,ora chiedono un indirizzo che non esiste

All this for three days in three days, almost two weeks have passed

Tutto questa da tre giorni in tre giorni,passate due settimane quasi

Magically today it was accepted

Magicamente oggi é stato accettato

Thank you, ecaribotti, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear ecaribotti,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi, can you close the case, thank you very much,

Even if I have never seen so many problems withdrawing from a casino, each withdrawal requires 14 days of waiting, they should be removed from circulation

Salve,si può chiudere la pratica grazie mille,

Anche se mai visto tanti problemi per ritirare da parte di un casino ,ogni ritiro 14 giorni di attesa, sarebbero da togliere dalla circolazione

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ecaribotti, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru